Contact Center Representative - 20 - 29 Hours

Qualified applicants with arrest and conviction records will be considered in accordance with legal requirements.

Job Description Summary

The Contact Center Representative (Agent) is responsible for assisting customers with account research, problem solving, online banking access and debit card disputes. Agent ensures timely and accurate resolution which may require collaboration with other departments. Agent communicates the status of the request with the customer if the issue is not resolved at first point of contact. Agent is proficient with technology systems used to enroll and support customers with online banking, bill pay, mobile banking, debit cards, and the VRU. Agent has excellent customer service skills and delivers a superior customer experience resulting in retention of existing customers and development of customer loyalty. Agent responds to customer inquiries through multiple channels including telephone, email, web chat, and digital channels (including online, mobile and IVR).

Ability to work shift any time between 7 AM Pacific and 8 PM Pacific Monday through Friday and 9 AM Pacific to 6 PM Pacific on Saturday.

PHYSICAL CONSIDERATIONS:

Sit, Stand, Walk: While performing the duties of the job, the person in this position is regularly required to sit, stand, walk, and move about inside the office to access file cabinets, office equipment, and interact with staff.

Use of Hands/Fingers: To operate a computer, keyboard, mouse and other office productivity machinery such as but not limited to: a calculator, copy machine, and printer. The person in this position is frequently required to sit and reach with hands and arms.

Speech/Hearing: The person in this position frequently communicates via phone and in person. Must be able to talk to/hear employees.

Lifting/Pulling/Carrying: The person in this position must occasionally list/move up to 30 lbs.

Bending/Kneeling: The person in this position occasionally moves to retrieve items for use in daily work activities.

WORK ENVIRONMENT:

Cubicle

This Position Description may not be limited to the Functions and Requirements as outlined, now or in the future. For example, changes in corporate needs, position demands, or individual performance may result in changes to the Functions or Requirements of this position.